Customer Service & Operations Analyst

NatWest Group; Saint Helier; On-site; GBP 28,000 - 42,000; Full time

Job summary

NatWest Group in Jersey is seeking a Customer Service & Operations Analyst to support customers and colleagues in our contact centres. You’ll respond to and investigate queries, provide guidance on business processes, and identify improvements to boost efficiency.

You’ll also work with operational centres to coach teams, enhance performance, and maintain accurate records of day-to-day operations, incidents and trends guiding service improvements.

Qualifications

• Experience of analysing and using performance data
• Ability to convey information in a simple and understandable way
• Understanding of contact centre operations and performance metrics
• Microsoft Office skills including PowerPoint, Excel and Word

Responsibilities

• Respond to and investigate queries, providing support on business processes, policies and procedures
• Identify barriers to performance and coordinate improvements to enhance efficiency
• Work closely with operational centres, providing coaching and support to increase efficiency and knowledge
• Keep accurate records of day-to-day operations, logging incidents and identifying trends

Skills

analytical skills

planning

attention to detail

multi-tasking

Tools

Microsoft Office (PowerPoint)

Microsoft Excel

Microsoft Word

Job description

Join us as a Customer Service & Operations Analyst

• This is an opportunity to make a positive impact to our customers and colleagues, as you deliver successful customer and business outcomes
• You’ll be actively participating in initiatives to improve customer service, processes and procedures
• You’ll hone your existing analytical skills and be well positioned to advance your career in this fast-paced role
• If you don’t currently live in Jersey, you’ll need to specifically state in your CV that you have the right to live and work here to be considered for this role

What you'll do

In this key role, you’ll be providing crucial support to customers and colleagues in our contact centres. You’ll be responding to and investigating queries, providing support on business processes, policies and procedures and developing an understanding of customer and business needs in order to suggest improvements and increase efficiency.

You’ll also be:

• Identifying barriers to performance and coordinating improvements to enhance our efficiency
• Working closely with operational centres, providing coaching and support to increase efficiency and knowledge
• Keeping accurate records of day to day operations, logging incidents and identifying trends

  The skills you'll need

  To be successful in this role, you’ll need to have excellent planning and organisational skills, along with good attention to detail. You’ll perform well under pressure and be confident in your ability to manage multiple tasks while maintaining high levels of accuracy throughout.

  You’ll also need:

  • Experience of analysing and using performance data
  • The ability to convey information in a simple and understandable way
  • An understanding of contact centre operations and performance metrics
  • Microsoft Office skills, including PowerPoint, Excel and Word